GM (1,N) and GM (0,N) Analysis on the Decisive Factors for Satisfaction of Pet Funeral Service

Tian-Jong Hwu ； Chih-Sung Lai

《International Journal of Kansei Information》 7卷4期 (2016/12) Pp. 91-96

摘要

In company with the emerging era of aging and low fertility society, the global trend of raising and treating pets as members of family has prevailed in recent years. Because of the intimacy relationship between owner and pet, pet owners would like to celebrate their pet's life with a memorial or funeral service when their pet dies. To comfort pet owners for their sadness of losing beloved pet, funeral service industry emerges and funeral service providers try their best to offer high quality service. However, what kind of services would satisfy customers is always a crucial issue for service providers. That is to say, the satisfaction of customers is the decisive factors for this kind of service. This study aims to explore the factors affecting pet owners' satisfaction on pet funeral service by GM (1,N) and GM (0,N) model. Five factors of service quality (tangibles, reliability, responsiveness, service assurance and empathy) were summarized from literatures and transformed to a questionnaire, measured with 7-point Likert scale. A total of 209 copies of valid online questionnaire by convenience sampling were collected. As the result shows, the most important determinant of pet funeral service quality is tangibles for both GM (1,N) and GM (0,N) analyses. It is suggested that the need of pet funeral always occur suddenly and should be decided as soon as possible, so the first impression will play an important role in decision-making and funeral service providers should invest more to improve appearance, traffic flow of facilities, and amenities

關鍵字

Pet funeral service ； GM (1 ； N) ； GM (0,N) ； Customer satisfaction